We decided at the last minute to go to Del Mar for a horse show. The Hilton was totally booked Friday night so we stayed at the Sherton La Jolla (outstanding service) and moved to the Hilton Saturday. I called before we arrived to make sure they had my room request made with the reservation for a ground floor king room facing the courtyard. When the hotel answered the phone I was asked, 'How may I direct your call?' I said I had a question about my reservation and was immediately transferred to central reservations. This is a pet peeve of mine - I don't call the hotel directly when I want central reservations! I explained this to central reservations and she was very polite and transferred me back to the hotel where I was on hold for 5 or 10 minutes before hanging up. I tried calling the hotel back directly a while later and was again on hold for another 5 minutes and I again gave up amd hung up.
When we arrived at the hotel, we were given a room on the 3rd floor - as far away from ground level as you can get at this property. I said I had requested an interior ground floor king room. The check in woman had a big attitude. She needed to check what rate we had paid before she would even look to see what other rooms they had. I guess our rate was worthy enough for her to say that the only 'upgraded' room (this meant interior I believe) was on the 2nd floor with 2 queens. I explained that we were traveling with our dog and it would be much more convenient for us to have a ground floor room. She was able to find a ground floor room right away magically! When we got to the room, alas it was almost what we requested- it was an interior room on the gound floor but had 2 queens. Since I didn't want to beg any more for the room I requested, we stayed with the 2 queens. Since they obviously had the room available, it would have been so much better if the check in woman had been accomodating right away rather than have an attitude problem.
The room was pretty large with a large bath as other reviewers have noted. Since it was an interior room on the ground floor, it had a patio. Some of the interior rooms on the 2nd and 3rd floors have balconies but not all. Also, it did not appear that any of the exterior rooms had balconies.
The room was clean except the coffee maker had an obviously used and dirty coffee cup in it. I set it aside and the same dirty cup was replaced back in the coffee maker by housekeeping when our room was cleaned. Yuk!
Our rate included the breakfast buffet which is normally $14.00. I would not have spent $14 on the buffet if it hadn't been included in our rate. There were some scrambled eggs, breakfast meats, cold cereals, oatmeal, pancakes. The typical breakfast buffet you'd find at other hotels for free. The only special or unique items were smoked salmon and cheeses.
The last day we had a wonderful server (thanks, Desarae!) for breakfast and the wait staff went out of their way to serve us lunch at the pool one day (I guess their regular person was bartending that day).
I understand the mixed reviews on this hotel. It could be great if they would take the service up a couple notches and truly care about their guests' stay.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC